Tell the customer there will be no refund, but do so in a "you-oriented" way in which you have a chance of maintaining a relationship going forward. Here is what I have so far. Dear Valued...

Tell the customer there will be no refund, but do so in a "you-oriented" way in which you have a chance of maintaining a relationship going forward.

Here is what I have so far.

Dear Valued Customer,

It has come to my understanding that you have been unsatisfied with your recent purchase with us regarding product # abc. The defective item that you’ve purchased has been discontinued and is no longer available in stock. It has been past the 30 day return policy so unfortunately we will not be able to grant you a refund. We honor you as our customer and hope that you will continue to do business with us; therefore we can offer you a similar item that we do have in stock.

Please give updates to areas that may be weak or needs approving upon.

 

 

Thanks

Asked on by tabia724

2 Answers

literaturenerd's profile pic

literaturenerd | High School Teacher | (Level 2) Educator Emeritus

Posted on

Overall, I believe that your response letter to the "customer" is well written and is very "you-oriented." There are a couple changes I would make to the letter though.

Instead of "The defective item that you’ve purchased has been discontinued and is no longer available in stock," it would sound better if it read like this: "The defective item that you have (do not use the conjunction) purchased has been discontinued and is no longer available" (delete in stock).

I would also change the following sentences: "It has been past the 30 day return policy so unfortunately we will not be able to grant you a refund. We honor you as our customer and hope that you will continue to do business with us; therefore we can offer you a similar item that we do have in stock." Instead, I would have the sentence read: "Although the item has surpassed our thirty day return policy, we value you as a customer. I hope that you will come in so that I may offer you a similar item which we do have in stock. Above all, we honor you as a customer and hope that you will continue to do business with us."

jameadows's profile pic

jameadows | High School Teacher | (Level 1) Educator Emeritus

Posted on

Your letter is a good beginning and offers a customer-centered approach. You might expand a bit on this part of the letter:

The defective item that you’ve purchased has been discontinued and is no longer available in stock. It has been past the 30 day return policy so unfortunately we will not be able to grant you a refund.

To help the customer understand your reasoning, you might want to explain each step more fully. For example, you might write:

You purchased your item on January 30, and, at the time, you received a copy of our policies in writing that stated that customers have 30 days to return the product for a full refund. After that point, customers are able to return the product for an exchange, if the product they purchased is still available. When you returned the product on March 1, it was already discontinued and no longer fell within the return period. We apologize for the unavailability of the original product. We value you as a customer and would like to make sure that you are pleased with your purchase.

This explanation will help the customer understand exactly why he or she can no longer get a refund. Also, an apology might help the customer feel more positive about his or her experience.

In addition, you might want to suggest specific products that are similar to what the customer purchased. For example, you could write, "Product #def is similar to what you purchased, and we can ship that product to you quickly as an exchange for your defective product. We value your business and look forward to serving you in the future."